I had gone through the steering/vibration thread, but since there is a dedicated thread here related to VW service, thought I might as well share my experience here.
Polo 1.2P has clocked 30000kms and is nearing 3 years of age. Noticed a slight shuddering and a sound from the general direction of the steering wheel while braking. I was on a drive back home (60+kms remaining), so I carefully tried out different scenarios and concluded that this happened only when:
1. I braked hard but not completely, say around 80%, from speeds in the range of 80kph-90kph.
2. At lower speeds, it did not recur consistently enough to be noticeable and I could not find any pattern.
3. There were no other sounds at all while steering or anything else, this phenomenon only occurred during braking.
Since the car was nearing the 3rd service, I too thought that it might be a rotor gone bad or an issue with the braking system. Promptly booked an appointment with the VW service center here in Trivandrum.
After inspection, the SA claimed that the brakes were in good condition and there were no issues. He said that this was an issue with the 'steering column' and it was common. I had extended warranty and therefore this would be covered under warranty. However this 'steering column' was not in stock and I had to take the car back. They aligned and balanced my wheels and said they replaced a 'dampener/bush' of some variety in the 'steering colum' and that it was fine for now till the part arrived. Anyway, whatever magic they worked had resulted in a reduction in the shuddering sound but not the vibration.
Follow up calls over a month show no promising results of the arrival of the said 'steering column'. Meanwhile, whatever work they seemed to have done has made the condition even worse and now the juddering while braking is prominent and outright frightening. The steering shudders to both left and right slightly while braking. (No deviation in direction though)
I follow up with the showroom about the part and get another appointment after making a few curt remarks. However this time it seems that is suspension related and hence it will not be covered under warranty. Furthermore it seems they only 'cleaned' the 'steering column' last time.
I was informed that it would cost around 5k~ and they would get it done quickly. 4 working days later, after conversations with various people at the service center, I am skeptical. Nobody seems to know the exact problem or the exact part intended to be replaced. They seem to make up plans as they go. The parts I heard were replaced ranged from 'stud bearing' to 'shock bush' to 'ball joint'. Basically they seem to be listing anything that comes to mind in the general area. Countless hours of nagging later, I get the car back with a bill of 3.7k. The invoice mentions a 'ball bearing' replacement. Have attached pics of the said ball bearing.
A test drive immediately on delivery and I find out that while the disconcerting loud noises have gone away, there is till prominent shuddering. Another appointment for the next day and the Service engineer this time promtply tells me its a braking issue. They state that the rotors have to be replaced and that this will solve the problem. The same people who insisted that there was no need to even touch the brakes are now asking for them to be replaced. Meanwhile the sounds produced while braking have gone to the original level before I bothered with Volkswagen. A bother but not too worrisome.
Takeaways:
They seemed to have replaced a part for no reason. Neither did it help in anyway nor did it make any noticeable difference. They were also very ambiguous as to where the exact part was located to deny my claims of extended warranty.
I have not replaced the rotors and now to plan to see an independant garage outside for further recommendation. I do not trust any work the dealer can/might perform. I have totally incurred around 6k (not to mention all the time wasted) over 3 services and have no results to show for it at all!
Experts please share your opinion.